Contact Center Team Lead (Australia Support), Manila
Core
Operational and people leader for a Manila-based support team handling patient interactions for a global weight-management program.
Role type
Senior Team Lead (Contact Center/Support Operations)
Builds
Patient support operations for Juniper (weight-management program)
Domain
Healthcare / Weight Management / Customer Support
Deliverable
Dashboards & analysis | Client delivery
Required skills
Team management, performance management, data analysis, stakeholder engagement, escalation management, process improvement, hiring support, culture building
Preferred skills
Healthcare support experience, remote work experience, Zendesk proficiency
Technologies
Google Suite, Slack, Notion, Zendesk
Responsibilities
Run daily stand-ups and manage ticket assignment/workload balance; Conduct weekly 1:1 performance reviews and coaching; Own data analysis and reporting on KPIs, CSAT, and SLAs; Manage escalations for complex patient situations; Drive process improvement initiatives and build business cases; Support hiring and PIP management; Foster team culture and engagement.
Seniority
Senior, hands-on IC with people management